Step 1: Complaint Notification: If a customer wishes to make a complaint, they may do so by emailing, calling, or sending a letter to the company's designated complaints handling officer, who will be identified on the company's website and in relevant documents. The designated officer will promptly acknowledge receipt of the complaint, generally within five business days, and inform the customer of the expected time frame for investigating and resolving the complaint.
Step 2: Investigation: The designated officer will assign a competent and experienced staff member to investigate the complaint thoroughly. This staff member should be someone who was not directly involved in the matter that led to the complaint. The staff member will gather all relevant information and evidence, and may request additional information from the customer if necessary.
Step 3: Resolution: Once the investigation is complete, the staff member will propose a resolution to the complaint. If the complaint is valid, offer an appropriate remedy, such as a refund or a free service. If the complaint is not valid, explain why. The designated officer will review the proposed resolution and approve it if it is deemed appropriate. The resolution will be communicated to the customer in writing.
Step 4: Documentation: The designated officer will keep a detailed record of the complaint, including all communications with the customer, investigation findings, and the proposed resolution. The record will be maintained in a secure and confidential manner.
Step 5: Follow-Up: The designated officer will follow up with the customer to ensure they are satisfied with the proposed resolution. If the customer is still not satisfied, escalate the complaint to a higher authority within the company. If the complaint is still not resolved to the customer's satisfaction, the customer may file a complaint with the Ombudsman:
Ombudsstelle Finanzdienstleister (OFD)
Bleicherweg 10 Telephone: (+41)(0) 44 562 05 25
8002 Zürich www.ofdl.ch
Step 6: Review and Improvement: Our company will regularly review and improve the complaint handling procedure to ensure that it is effective and efficient. Any necessary improvements will be implemented promptly.
Timeframes: Our company will acknowledge receipt of the complaint promptly, generally within five business days. The investigation and resolution of the complaint should be completed as soon as possible and no later than four weeks after the complaint was received. If the complaint cannot be resolved within four weeks, the designated officer must inform the customer of the reason for the delay and provide an estimated timeline for resolution. If an extension is required, the designated officer may request an extension of up to eight weeks from FINMA.
Professional Indemnity Insurance: Our company maintains professional indemnity insurance (PI insurance) to provide financial protection in the event of a claim made against us for professional negligence or misconduct. If a customer makes a complaint and we are found to be at fault, PI insurance may cover the cost of any compensation awarded to the customer.
Overall, our company is committed to providing high-quality financial advice and services to our clients, and we take complaints very seriously. We will always strive to address any complaints promptly, efficiently, and fairly, and to use any feedback received to continuously improve our services.
Purpose: The purpose of this policy is to outline the procedures that our company follows to handle customer complaints in a fair, efficient, and timely manner. Our company is committed to providing high-quality financial advice and services to our clients, and we take complaints very seriously.
What is a complaint?: A complaint is any expression of dissatisfaction, whether oral or written, about the service provided by the financial adviser. This can include issues related to advice, fees, communication, or any other aspect of the service.
Scope: This policy applies to all customer complaints received by our company. It also applies to all employees, agents, or contractors of our company who may be involved in handling complaints.
Policy: Our company's policy is to handle all complaints in a professional and courteous manner, ensuring that the complaint is acknowledged promptly, investigated thoroughly, and resolved as quickly as possible. We will also comply with all applicable regulatory requirements set forth by the Swiss Financial Market Supervisory Authority (FINMA).